Customer Service Representative

Entry-Level Office Support

This is entry-level office support work involving extensive personal and telephone contact with customers in one of the following areas: water customer service, property taxes, or motor vehicles. Through on-the-job training, employees perform progressively responsible work in one of the following areas of assignment: collecting payments on water accounts, collecting fees, and establishing new water accounts; examining vehicle titles and supporting documents for accuracy; processing title applications and dealer titles, collecting ad valorem taxes, and issuing vehicle license plates and decals; or collecting property taxes for the State of Georgia, schools and Rockdale County including pursuing delinquent tax accounts. Work involves researching and providing information to customers and/or the collection and reconciliation of various fees related to services. Work is reviewed by a supervisor for compliance with policies and procedures, accuracy, and the nature and propriety of the final results. Bilingual skills preferred.

Essential Functions

Essential functions are intended only as illustrations of the various types of work performed. The omission of specific duties does not exclude them from the position.

Receives and processes payments using an online computer system; prepares and distributes receipts; answers customer inquiries concerning payments.

Opens cash drawer daily; takes payments by check, cash, money order, and credit card; prints daily transaction reports; verifies the accuracy of payments being applied to the computerized system; may make intermittent or daily deposits.

Explains department/office processes to customers, including any documentation needed to process payments, and reviews documents submitted for completeness and accuracy.

Provides information to the general public by telephone or in-person; answers inquiries or requests and resolves complaints and problems.

Explains general department/office procedures, services, office hours, and accounts payable procedures.

Prepares routine replies to correspondence.

Performs routine clerical and filing duties; receives, sorts, and distributes mail; maintains a variety of department/office financial and account files.

Performs other customer service work specific to the area of assignment, which may include pursuing delinquent personal property taxes, including researching new address and contact information, requesting payment by either telephone contact or letter, and maintaining delinquent files; setting up new customer water accounts, including performing needed research to establish accounts; processing account adjustments with supervisory approval; selling well water tests and dump tickets and renting hydrant meters; generating work orders for other department/office staff; processing vehicle titles, examining titles and supporting documents for accuracy and detection of fraud; issuing EPA emission control senior waivers; or issuing license plates and decals and checking license plate inventory.

Additional duties: Employees in this classification may be expected to perform any related duties as required by proper authority.

Knowledge, Skills, and Abilities

Knowledge of applicable laws, codes, regulations, policies, and procedures related to assigned areas. Knowledge of basic accounting and mathematical theories and principles.

Knowledge of office and recordkeeping theories and principles.

Knowledge of Microsoft Word and Excel, general computer applications, and computer systems specific to the assigned department/office.

Skill in the operation of modern office equipment.

Skill in recording and tracking revenues, such as payables and receivables. Skill in monitoring and tracking the flow of data and information.

Skill in addressing and resolving customer problems. Ability to detect and correct erroneous data.

Ability to develop and maintain effective working relationships with County employees and officials. Ability to maintain confidentiality.

Ability to relay information clearly and concisely with particular skill in telephone communications.

Ability to deal with the general public in an effective, tactful, and courteous manner, including communicating effectively with diverse and sometimes irate, hostile, and threatening customers.

Ability to listen and ascertain the needs of customers; ability to find and communicate accurate information concerning processes, policies and procedures to customers.

Ability to handle multiple interruptions and adjustments to priorities throughout the day. Ability to understand and follow oral and written directions.

Ability to maintain routine records.

Ability to communicate effectively, both orally and in writing.

Ability to research and stay updated on applicable laws and regulations. Ability to distinguish between shades of color.

Ability to talk and hear.

Ability to walk, stand, sit, stoop, kneel, crouch, reach, lift light objects, and use fingers/hands in order to perform a wide variety of assigned tasks.

Working Conditions

The work is typically performed in an office with the employee sitting at a desk. The employee uses tools or equipment requiring dexterity.

Minimum Qualifications

1. High school diploma or equivalent
2. One (1) year of office support experience involving extensive public contact.
3. OR have a combination of education, training, and work experience that is equivalent to #1 and #2 above that provides the requisite knowledge, skills, and abilities for this job.

Preference

1) Paraprofessional experience in business, accounting, or a related field in a computerized work environment.

2) Bilingual